Associate Customer Success Manager

Total Expert is a customer engagement platform trusted by over 200 financial enterprises, aiming to enhance customer journeys across various financial milestones. The Associate Customer Success Manager will manage a portfolio of Tier 4 customers, focusing on driving adoption, satisfaction, and retention while developing skills for more strategic account management in the future.

Responsibilities:

• Own a defined portfolio of Tier 4 customers and serve as their primary point of contact
• Lead onboarding and ensure customers are successfully launched on the Total Expert platform
• Drive product adoption through proactive outreach, training, and best practice guidance
• Conduct account health reviews and develop action plans to improve engagement and outcomes
• Manage renewal conversations and support retention efforts across your portfolio
• Identify growth opportunities within accounts and execute expansion conversations when appropriate
• Monitor customer usage data and engagement trends to proactively address risks
• Document customer interactions, success plans, and outcomes in the Customer Success platform
• Partner cross-functionally with Support, Product, and Sales to advocate for customer needs
• Participate in customer business reviews and performance discussions as appropriate for account tier

Requirements:

• Mortgage industry experience preferred
• Strong curiosity and desire to learn Customer Success
• 1–2 years of client-facing experience (support, account coordinator, or similar)
• Excellent communication and organizational skills
• Enthusiasm for technology and financial services
• Ability to collaborate closely with a team and follow structured processes